We’ve been trying our best to provide our customers with best quality products and competitive price since our establishment. If unfortunately there’s a problem with the product upon delivery or after a certain time of usage, feel free to contact us(support@goineva.com).

Important: Please check the shipping address carefully before and after placing the order. You’re responsible for shipping fees both way for the package returned due to incorrect or incomplete shipping address.

We may ask you further questions either prior to or during the returns process, or give recommendations on product usage to reduce any unnecessary returns. Please assist our Customer Service team by providing as much information as possible regarding any reported defect.

Defective or Damaged Goods

In the unlikely event that any product is defective, damaged, not as described or an item is missing from your order, you must inform our Customer Service team within 48 hours of receipt of goods. Any claims made after this time period will not be accepted. Please do not dispose of any goods prior to reporting the issue, as we may require batch numbers, photographic evidence and/or request that the item is returned to us.

On receipt of defective goods, we will test and inspect the product. If the item is found to be defective we will offer you a refund or replacement within 30-days of purchase. All refunds will be processed using the same payment method used when placing the order. If the product is no longer available we will issue a refund including your postage fees, or an exchange for an alternative product of your choosing.

If the goods are deemed not to be defective or the damage is caused by misuse, accidental damage or wear and tear, we will not issue a replacement or raise a credit and you will be liable for all costs incurred returning the goods to us.

Order cancellation

If customer requires order cancellation before it’s shipped, full refund will be made except that PayPal would charge $0.3 for handling fee.

Customer cannot ask for cancelling an order after it’s shipped. Instead he/she can return the package upon delivery. The package should be returned in original condition. After we receive the package, we will offer a refund excluding 10% return handling fee and the actual shipping fee that already incurred. If customer received free shipping, the actual shipping cost will be deducted from the refund.

Electronic cigarettes, pods and tanks are oral based products, once used they cannot be returned for hygiene and safety reasons unless defective.

E-liquid is classed as a perishable product and cannot be returned unless defective. We may reduce your refund to reflect any reduction in the value of the products dependant on their condition, and based on your handling of them.

These are your legal rights, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Returns & Refunds

Please contact our Customer Service team prior to returning any goods. Any unsolicited or unauthorised returns may be disposed of.

We are not responsible for items that get lost or damaged in transit. We recommend sending returns via a recorded delivery method, fully insured for the full value of goods, ensuring correct postage amount is paid. You have a duty to take reasonable care of any goods whilst they are in your possession.

Returns must be received within 10 working days of contacting our Customer Service team. If an item is not returned within this time frame, we may not be able to accept it.

Once we have received the returned item, we will fully test it to verify the fault. Please allow up to 5 working days for it to be checked and the replacement dispatched or credit issued.

Please ensure all returned items are packaged securely and sent to the address below, with full name, original order number and reason for return written on the outside.

DOA(Dead On Arrival)

In this case please contact us within 24 hours after the package is delivered.

60 Days Warranty

60 days warranty applies to kits, mods and atomizers, counting from the date the package is delivered. Kindly provide your order number, serial number of the product, and pictures/video to clearly specify the problem, then we’ll give you instructions for replacements.

Please note that damage due to misuse are not covered by our warranty.

Custom fee

Customers are responsible for import custom fees/tax. If you don’t pay the fee and have the package returned, you’ll need to cover shipping fee for both way.